Australia’s only dedicated conference for Customer Advocacy practitioners and leaders
With poor customer service costing Australian businesses $40 billion p.a. according to The EY Customer Experience Series™, and $720 for each negative customer experience, effective customer advocacy and complaints resolution is vital for organisations to remain competitive and profitable.
Many organisations are now appointing Customer Advocates to keep CX front of mind and align business objectives with customer interests, particularly in the banking sector where ASIC has increased funding by $127 million into investigations of banking misconduct.
With this in mind, the Customer Advocacy and Complaints Resolution Summit 2019 will explore strategies and case studies around:
Customer engagement driving a customer-centric approach
Embedding cultural values that will aid and develop the complaints resolution process
Continuous process improvement and how to best develop a method
Be part of relevant discussions around balancing the importance of adjusting to ever-rising customer expectations whilst maintaining commercial viability
Gain valuable lessons and insights from leading customer advocates and practitioners across diverse industries to uplift customer outcomes through effective customer advocacy, complaints prevention and remediation
Develop solid understanding of how to improve processes in complaints handling
Be empowered and inspired by our diverse panel of customer advocate leaders who are driving deep impact within their organisation
Discover best practices to overcoming common pain points in customer management and complaints resolution